GM-10

Google Review Response & Solicitation Log

Who owns review response, the standard they're held to, rewritten replies applying the five-pillar framework, and the escalation trigger that comes straight to the GM.

monthly, plus a quarterly reply auditGeneral Manager M15

Ownership

Who responds to Google reviews (name)

Response-time standard (e.g., same day, never past 48 hours)

Escalates straight to GM before any public reply when:

Reviews rewritten this period

Date	Rating	Brand / department	Pillars used (name at least 3 of 5)	Reply posted? (Y/N)

Quarterly reply audit

Pulled last 20 replies against the five-pillar standard
No reply older than the store's stated response-time standard
No reply admits fault beyond a diplomatic, generic acknowledgment
Solicitation habit (ask + easy link/QR) confirmed active in Sales, Service, and PAA

The five pillars: greeting and thanks; year/make/model or specific tech keyword; dealership role or certification; location; next step or call to action. Use at least 3 of 5 in every reply — never invent a detail or a certification the store doesn't actually hold.

One name owns this. A slow or generic reply reads almost as poorly as no reply at all.

Anything you type stays in this browser on this device. It is not sent anywhere and nobody else can see it. Use Export to keep a copy or send it on; Clear wipes the sheet. Your store, name and initials are remembered across every form and filled in for you — change one and it changes everywhere from then on.